August 6th, 2011, 08:39 PM
I have a delima. What exactly would constitute a pickup manufacturing defect. The pick-up manufacturer is the one that makes this determination. The pickup is magnets, wire and the support stuctures. What would a pickup manufacturer believe was his fault, A magnet could be weak, a coil broken, lead wire broke. Thats about it. So in my mind there would be very little that could go wrong that the customer wouldnt get the blame for? Thoughts and any experiences please. Anyone had a return that was supported under warranty
August 6th, 2011, 08:53 PM
I have always found the manufacturers to give the customer the benefit of the doubt. At Telenator, we go way out of our way to make sure everyone we deal with is happy with our products and service. We're enthusiasts like many of you and get genuinely concerned when someone has an issue.
My experiences with Fender and Seymour Duncan have both been exemplary. I had a Seymour Duncan pickup set that was out of phase and didn't sound good. They didn't question it and exchanged the product immediately.
I had a set of Fender Custom Shop pickups with the wrong size magnets in one of them. They replaced the entire set, no questions asked.
It's much easier to do right by the customer and even take a small hit when the reason for return is questionable. The internet can be a very fickle place and baseless rumors can fly hurting a company's business. It pays off to treat the customer with respect and kindness at every opportunity.
I think you'll find that among most pickup guys. Some of the efforts I've seen our own Don Mare make have been nothing short of heroic.
Colt W. Knight
August 6th, 2011, 09:02 PM
I recently had this problem with a set of boutique pickups. I told him the pickups sounded like $#!+ and I would like to return them. I sent those back, and he sent me a new set.
I agree with Telenators approach to customer service. One guy is unhappy, and posts horrible things about your product on every forum on the internet. Eventhough the claim maybe unfounded or the guy an idiot, hundreds, if not thousands of people read that rumor. Then they tell their friends, and their friends, etc. etc. Before you know it, everyone knows someone who had a bad experience with your product, and it was just that one guy who is probably never happy.
And lets face it, everyone makes mistakes. So as long as you give a person/company a chance to fix their mistake, no harm no fowl as far as I am concerned.
August 6th, 2011, 09:05 PM
August 6th, 2011, 09:39 PM
In my case I sent the Bridge pickup back ( I bought a set) the neck pu failed a week later. They said the lead from the coil to the connecting wire was broken. It wasnt covered. I even offered to buy another set if they fixed the one, not even dealing with the neck pickup. It seemed that he was gonna fix saying he didnt want a pissed off customer then let me know in a followup that it would be 65$ to rewind it. Im not overly pleased with this PU company and as supply is everywhere, Ill buy from soemone else. This kind of customer service is ussually indicative money issues. His warranty page just said "manufactureres defects, but doesnt specify what that is. It seems he determines what is his fault,
August 6th, 2011, 11:50 PM
Something's amiss here. You said the first communication was that it was a bad lead, and he indicated he would fix it. In a followup communication he said it needed to be rewound.
Honestly, it sounds to me like he may have attempted to replace the lead and then found that it wasn't the problem, and that a rewind was necessary.
How old is the pickup? And just to check, you did purchase it new either from the manufacturer or an authorized dealer, right?
August 7th, 2011, 03:36 AM
No he said the lead was broken and indicated he would fix it free, but the fix was a rewind. His statement was that the broken lead wasnt covered but he would cause he didnt want a pissed off customer. A day or so passed and I ask if he sent me the repaired pickup, thats when he informed me the rewind was $65 . When I reminded him of his offer he didnt even acknowledege it. When I offered to buy another set(remember the neck failed a week after install) he basically insulted me. I told him to send me back the pickup. I then received a usps confirmation. I build guitars for customers so I buy more than the average upgrader. Ive always tryed to patronize smaller businesses cause Im one. I wont buy another from him nor will I recommend him. If he had fixed I would have used his pickups in the future. With repairs, upgrades and builds I buy 6 - 10 sets per year.